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Senior IT Service Operations Manager
3 months ago
The Senior IT Service Manager is responsible for overseeing the effectiveness of the Products and Services under their jurisdiction, ensuring they meet customer expectations and established performance metrics. This role requires a proactive approach to maintaining responsiveness from relevant support teams to address customer needs effectively.
Key Responsibilities
- Engage in Service Design initiatives and evaluations to enhance existing Service Delivery governance frameworks.
- Develop and implement a continuous service improvement strategy across the support team, aligning with quality management, problem resolution, risk management, and security protocols.
- Ensure that Products and Services adhere to established processes and policies.
- Facilitate the smooth transition of new and modified Products and Services into live operations, ensuring they meet customer and service management standards.
- Provide exceptional initial support to all end users, addressing and resolving inquiries and issues promptly.
- Assess user needs and prioritize requests and incidents based on their impact and urgency.
- Manage issues raised through various channels, utilizing agreed incident management processes and protocols.
- Oversee the operational support of Products and Services, ensuring live service management is effective.
- Supervise daily activities of junior team members, delegating administrative tasks related to Service Management processes.
- Provide on-call support for the Universal Credit Service, participating in a rotational schedule, with training provided.
Candidate Profile
To be successful in this role, candidates should demonstrate:
- Previous experience in IT Service Management or operational delivery within the Department for Work and Pensions.
- Familiarity with a Service Management Framework, such as ITIL.
- A proven ability to deliver high-quality customer service, both internally and externally.
- Strong negotiation and stakeholder management skills, with experience in collaboration and partnership.
- In-depth knowledge of Digital Products and Services, with experience in independently supporting and maintaining them.
- The capability to work independently with precision and attention to detail, ensuring high-quality service delivery.
Assessment Criteria
During the selection process, candidates will be evaluated on:
- Leadership skills
- Decision-making capabilities
- Quality service management
- Collaborative teamwork
Compensation and Benefits
The salary for this position ranges from £40,201 to £43,347, based on skills and experience. In addition to salary, the Department for Work and Pensions offers a comprehensive benefits package that includes:
- Flexible working patterns to support work-life balance
- Generous annual leave entitlements
- Financial wellbeing support
- Health and wellbeing initiatives
- Family-friendly policies
- Opportunities for professional development and learning
- An inclusive workplace culture promoting diversity and networking opportunities.
Successful candidates will undergo a criminal record check and must meet nationality requirements as outlined by the Department for Work and Pensions.
